Refund & Exchange Policy

1. Scope

This policy covers car rental bookings in the Kingdom of Saudi Arabia, whether the car is delivered to you or picked up at the branch. Prices are in Saudi riyals and VAT is shown at checkout.

Delivery is available for rentals that meet the minimum rental period shown on the car; shorter rentals are picked up and returned at the branch. Anything in this policy about delivery applies to bookings that included that service.

2. Refunds

If the car is delivered at the agreed time and place and the customer does not take it for any reason — including personal details that are wrong or incomplete — the delivery cost is deducted and the rest of the amount is refunded.

Our operations team reviews every booking after payment. If we cannot accept a booking, the full amount is refunded with nothing deducted.

Refunds go back to the same payment method used for the booking and may take up to 30 days, depending on the bank or payment provider. We cannot refund in cash or to a different payment method.

Amounts already used — days the car was in your hands, or add-ons already provided — are not refunded.

3. Exchanging the car

An exchange is available when there is a proven fault that prevents the car being used safely, such as:

• A mechanical failure that stops the car starting or being driven.
• A fault in an essential system such as the brakes, engine, steering or tyres.
• Visible damage that affects safe use.

4. How an exchange works

Once the fault is confirmed, we provide an equivalent or better car at no extra cost to the customer.

If no replacement is available at that moment, the customer chooses between a refund of the remaining rental value and waiting for a replacement to become available.

An exchange does not cover changing your mind about the model, colour or class after handover, nor faults caused by use that breaches the Terms & Conditions.

5. Cancelling a booking

Cancellation is free at least 24 hours before the delivery time.

Cancelling within 24 hours of the delivery time is subject to the cancellation fee set out in the booking terms.

A booking that has not been paid for expires automatically when the payment hold ends, and nothing is owed in that case.

6. General

The customer is responsible for giving accurate and complete personal and contact details when booking. We contact the customer on the details saved with the booking.

Every car is inspected at handover and at collection: its condition and the odometer reading are documented, and that record is what we use when assessing a refund or exchange request.

Kilometre allowances are per day, and extra kilometres are charged at collection based on the odometer reading. Those charges are owed by the customer and are not part of a refund.

7. Notes

All amounts, charged or refunded, are handled through the payment method used for the booking.

Refund and exchange requests are made from the support page using “Add new inquiry”, or by email, with the booking reference, a description of the problem, and photos where you have them.

We review the request and reply to the email on your account. If the request concerns a fault in the car, we may need to inspect it before deciding.